Connection & Setup Issues
1. My store is not connecting to PayRange in Turns. What should I check?
Verify the following:
Your PayRange Operator Account is active.
Your integration is successful and connected in Turns:
https://admin.turnsapp.com/searchsettings/organizationSettings/integrationYou have created a Room in PayRange and assigned it to the correct Turns store.
If the Room is not linked, machines will not sync.
2. My machines are not appearing in Turns after integration. Why?
Check that:
You created a Room in PayRange Manage.
Machines are added to this Room.
The Room is assigned to the correct store in Turns.
BluKey / BluKey Connect devices are installed and registered (if required).
Turns only pulls machine data assigned to the selected Room.
3. The PayRange Wallet option is not showing at checkout.
Confirm:
PayRange integration is enabled in Turns.
Your PayRange Operator Account is active.
Wallet payments do not require any hardware.
Remote Start & Remote Pay Issues
4. I cannot remote-start washers/dryers. What could be wrong?
Remote Start requires all of the following:
✔ BluKey Connect installed in your store
✔ BluKey Connect registered in PayRange Manage
✔ Remote Pay enabled
✔ Remote Pay subscription active ($20/month)
✔ Room properly linked to your store
If any one of these is missing, Remote Start will not work.
5. I enabled Remote Pay but still cannot start machines.
Double-check:
BluKey Connect is installed (not the regular BluKey).
The device is online and visible in PayRange Manage.
Remote Pay is activated inside PayRange.
Each machine has a unique machine position assigned in PayRange Manage.
Remote Pay requires both the device and the subscription.
6. A machine shows as “Offline” or “Not Connected.”
Possible causes:
BluKey / BluKey Connect has no power
Weak or no signal in the room
Hardware not registered in PayRange Manage
Device firmware outdated
Incorrect Room assignment
Restarting the BluKey device or reconnecting the Room often fixes the issue.
For hardware-specific issues, contact PayRange Support.
Payment & Wallet Issues
7. A customer cannot pay with PayRange wallet for WDF/Delivery orders.
Check:
Their wallet has sufficient balance
Their PayRange account is verified
The PayRange Wallet option is enabled in Turns
They are using the latest version of the PayRange app
Wallet payments do not require hardware — only proper integration.
Room & Machine Mapping Issues
9. My machines are showing under the wrong store.
This means the Room is mapped incorrectly.
Fix:
Check your Room in PayRange Manage.
Confirm it is assigned to the correct store in Turns.
If needed, unassign and reassign the Room.
Turns will update automatically.
10. I see duplicate machines in Turns.
This happens when:
A machine is assigned to multiple Rooms
Devices were registered twice
A Room was duplicated during setup
Remove duplicate machine entries in PayRange Manage, then refresh the mapping in Turns.
Hardware Issues
12. I only have BluKey (not BluKey Connect). Can I use Remote Start?
No.
Remote Start requires BluKey Connect + Remote Pay.
Regular BluKey supports payment detection, but not remote machine commands.
General Questions
13. Do I need hardware for the PayRange Wallet payment option?
No.
There is no hardware required for WDF or Delivery wallet payments.
14. Who should I contact for hardware troubleshooting?
For the following issues:
BluKey / BluKey Connect
Signal strength
Device registration
Firmware / connectivity
Contact PayRange Support:
📧 [email protected]
Turns Support can help with:
Integration setup
Mapping issues
Payment syncing inside Turns
Need More Help?
If you’re still facing issues after reviewing this FAQ, reach out to the Turns Support Team and we’ll assist you with setup, mapping, or configuration.